Customer Experience Team Lead

About the role

Betika Uganda is looking for a Customer Experience Team Lead to oversee its voice‑based customer service operations. The role ensures seamless, high‑quality interactions, drives team performance and supports the company’s commitment to responsible gaming and customer satisfaction.

Key responsibilities

• Lead, motivate and coach Customer Experience Executives to meet performance targets.
• Implement and maintain quality‑assurance programmes for consistent customer interactions.
• Manage daily workflow, handling inquiries via voice and social‑media channels.
• Generate and analyse KPI reports, presenting insights to senior management.
• Ensure compliance with company policies and relevant regulations.
• Participate hands‑on during peak periods, supporting calls, chats and social media enquiries.
• Foster open communication across teams and departments.
• Conduct regular QA reviews of calls, emails and chats using defined scorecards.
• Address interpersonal conflicts and monitor attendance and punctuality.
• Lead by example in resolving complex customer cases and maintaining service levels across all shifts.

Required profile

• Minimum 3 years of experience in customer service or call‑center environments.
• Proven leadership and people‑management skills.
• Strong analytical ability to interpret performance data.
• Excellent communication and conflict‑resolution capabilities.
• Knowledge of compliance standards applicable to gaming or betting services.

Required skills